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The present Charter is prepared with full realization of the human person, as main value, and with ambition for assuring, by the administration, of best possible conditions for personal realization, development and confirmation of the civic society.

The aim of the present Charter is improving of the administrative services access, encouraging of activities, related to increasing of service quality, and considering the opinion of the citizens and the business, for its improving.

Iakimovo municipality is a territorial administration of the executive authority, which accomplishes its activity in conformity with the Law for local self-government, and local administration, the structural regulation for the organization, activity order, functions and number of the personnel in the administrative groups of the municipal administration, and with other normative statements.

The municipal administration accomplishes its activity in conformity with the principles for lawfulness, frankness, accessibility, responsibility, and coordination, according to the Constitution and to the normative statements.

Dear Customers,

We provide services for all physical and juridical persons at the Centre for information and citizens’ services and the city halls. We get paid for our administrative services. We strive for providing you with high quality services, in respect with your needs. We welcome your activity and engagement in our teamwork.

How do we service you?

► openly and frankly, kindly, patiently, and responsively;

► at full equivalence, uniform access to service information, which we provide, as we do not allow direct or indirect discrimination, based on gender, race, colour of skin, ethnic appurtenance, nationality, political or other conviction, religion or belief, handicaps, age, sexual orientation, family status or provenance, membership of trade and other public organizations and unions;

► by providing of full, exact and timely information in clear and understandable language;

► by keeping your personal data from unauthorized access, and not make it public;

► by observing the service standards, which are announced in the present Charter;

If your questions do not refer to our activity, we shall direct you to the corresponding administration.

What do we expect from you?

► to provide us with full, exact and timely information;

► to inform us in the corresponding terms for any changes in the declared circumstances;

► to respect our employees, in order to get the best services;

► to be considerate and kind to our other customers;

► to express your opinion and to make suggestions for the quality of the services offered;

► to come in the announced visiting days and hours;

► to come in time for the preconcerted meetings.

We could help for creating of pleasant atmosphere, by means of mutual respect, attention, and patience.

What standards shall we observe?

We treat all users of administrative services with respect.

We treat others, as we want them to treat us

We maintain neutral and fair position toward everybody.

Everybody who enters Municipal Administration – Iakimovo, should get unprejudiced treatment. All users of administrative services have right to get fair and equivalent treatment.

We focus our attention on the citizens.

We concentrate when we communicate with them. We free our minds from other thoughts and are at full disposal of the citizens.

We answer well informed and provide actual ant exact information.

Iakimovo municipal administration strives for helping the citizens and the business at the most. Everybody who refers to the municipal administration seeks support, by means of administrative process.

We do our best to respond the citizens’ needs.

The employees of Iakimovo municipal administration strive to make the time, which citizens are spending at the administration, most pleasant and useful, as right from the first visit the citizen gets all needed information. We never forget to put ourselves into the citizens’ shoes.

For satisfying your needs of closest contact with the administration, you could use the visiting day of the municipality mayor – every Thursday he and his team are at your disposal.

When receiving signals from you, which lead to especially serious problems, we promise to visit you and investigate the problem at site.

We maintain professional attitude.

The professionalism is revealed by the work, which is accomplished in an ethical way, competent and positive.

We encourage the teamwork with the citizens and other interested parties and institutions.

To work together with the citizens and other interested parties and institutions means to consult with them and to encourage the continuous improvement of the dialogue and services, as well as to work together, in order to grant more sophisticated and complex services.

We keep our obligations.

A basic element of the citizens’ service quality is to meet their needs and to respond their expectations, to make the services, provided by the municipal administration exemplary.

We respond in time.

We spare the citizens the necessary time: because we know that the most annoying thing while waiting is the uncertainty of how long to wait.

We give our contribution to the administration development.

We do our best to work perfect every day, and to find ways to participate active in the administration work. It is important the employees to work with enthusiasm, and that is why everybody does his or her best.

We encourage the feedback with the users of our services.

We promise to seek for your opinions and recommendations, to have them in mind, as well as your praises and complaints, to analyze them and to take the relevant actions in the administration’s activity, in order to raise your needs satisfaction level.

Provision with information and advices.

We shall provide you with information and advices, which will help you to get an exact idea of the administrative services, which you could get in the municipality, as well as for the current execution status of the services you have announced, which are registered into the Information and service centre.

We could inform you about the types of municipal administrative services, the normative documents, based on which all the necessary normative concomitant documentation is prepared for starting the service you have announced, the term, and the price (the fee) for accomplishing the service, the name of the group of the municipal structure, in which the service shall be accomplished.

Furthermore we shall offer you help in filling up your applications at the Information and service centre.

Internet information.

You could get various municipal information at the municipality website:

www.iakimovo.org

Information on the phone and phone calls answering

Furthermore you could also get more details if you get in touch on the phone with municipal employees, who are competent in the issues you are interested in. To do so you could call every working day in between 8.15 and 16.30 hours, but you must have in mind that between 12.30 and 13.00 hour there is a 30 minutes lunch break.

The phone numbers for connections with the Information and citizen service centre are 09742/2297 and 09742/2176. The municipal employees will answer the phone with a standard greeting and will introduce themselves. When you get in touch with us on the phone we strive to answer you up to 30 sec.

Visiting at the Information and citizens service centre:

The working time of the centre, situated on 8 Europe str. is from 8.15 till 16.30 o’clock, also with the possibility till 18.30, according to the conditions of article 10, paragraph 4 of the Administrative Service Regulation.

When you write us

When you establish a connection with us via the post, or fax or email, we:

► Shall give you complete answer in 7 working days, counting from the date we have received your letter, fax or email.

If we cannot provide you with a complete answer to your letter in 7 days, we shall inform you about the reasons that have caused that, and advise you, whether you should do something additional, and in what time you will get a complete answer.

If you have complaint

If you think that something was wrong, we really want to know about that, in order to fix the problem. Our complaint procedure is easy and helps us to be sure that we are providing equal services everywhere.

You could make a complaint in a way that is best suitable for you, including:

- On the phone at the Information and Service Centre or by fax – 09742/2323;

- As you come in person at the Information and Service Centre;

- In writing – with official registry at the Information and Service Centre;

- In writing – without official registry – in a special box, which can be found at the Centre.

We strive to respond your complaint in 7 working days, counting from the receipt date, and we shall try to draw a lesson from these complaints in order to improve our services.

If we cannot answer completely your complaint in 7 working days, we shall inform you why that is. We shall advise you, whether you should do something additional, and when you could get a complete answer

Important to know:

- Anonymous signal and complaints are not to be processed;

- The Municipal Administration reserves the right not to respond any complaints and grievances, containing obscene expressions, and immoral statements, lowering the institution’s reputation;

- The Municipal Administration does not have the right to answer questions, related to personal data and classified information;

The present Charter is not a juridical document and no legal amenability can be taken, based upon it, but it engages morally all Iakimovo Municipal Administration employees to observe it and to fulfill their obligations with cares for you. Its purpose is to help you understand and protect your rights, as well as to demand from us administrative services that are better, and with higher quality.

This Charter is opened for any amendments and complements, in conformity to your demands.

Contact us:

Tel: 09742/23 60; 22 97 and 2176; Fax: 09742/2323; email:
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